What’s the Hangup? Tips for a Call Center Representative

August 5, 2016

Being a call center representative isn’t easy, but these tips might help.

As a call center representative that handles many of the same questions and routines every day, it’s easy to get lulled into a rhythm. Callers call, you answer their questions or help them find someone else who can, and it’s on to the next one. This can all make you feel like you’ve master the job pretty quickly, but there are a few things you should always keep in mind when handling calls.

Know What You’re Talking About

You know how the old saying goes, “Knowledge is power.” That goes double for call center representatives. In order to best assist callers, you really need to know the business you are representing. It’s also important to know when you can help a caller directly, and when it’s time to pass them on to someone with a higher level of expertise in your client’s business.

Stay Cool

Call center representatives are members of one of the few professions where it isn’t uncommon to find yourself on the other end of your service. This makes call center representatives the best possible caller you could get as a call center representative. Unfortunately, most people don’t know what it’s like to be on the service end of the phone. Customers calling are usually already having a problem, so they may start out a little tense. Remember to stay calm and courteous to make sure the caller has the best experience possible.

Be Present

Getting asked the same questions over and over again day after day can become monotonous. Staying present and giving each caller your full attention will ensure a better interaction for both of you, and will help to keep you from getting ahead of yourself with a prepared answer.

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